9-1-1 System Moves Forward With Phone System Upgrade

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Currituck County's 9-1-1 Communication Center upgraded to a new emergency response telephone system that provides dispatchers with on-screen control of both landline and wireless connections.

The upgrade was made necessary by a lightning strike in July which damaged the previous telephone system. During that incident, the Communications Center experienced interruptions in 9-1-1 capability through the old telephone system. However, quick modifications by the Communications and Information Technology Services (ITS) staff members re-routed calls and allowed the dispatchers to remain fully able to respond to public 9-1-1 calls.

The new system now in place is the Positron Power911 Integrated Intelligent workstations. Power911 enhances emergency call-taking efficiency and allows call takers to easily transfer or conference in a third party, such as the Poison Control Center or Language Line interpreters. Call takers also have immediate playback capabilities of all incoming and outgoing calls, as well as the ability to save a recorded conversation.

Training was conducted for the dispatch staff during the week of September 21-24, 2009. During this process, ITS staff members spent many hours to ensure the installation and reconfiguration of all communications equipment.

"We would like to thank ITS Director Tina Scanlon for her efforts," said Communication Supervisor Liz Hodgis. "The dispatchers have to look at computer screens for 12 hours a day, and because of her efforts and attention to numerous minor details, the dispatcher's functionality and transition to the new system was seamless." 

9-1-1 Staff Exhibits Resiliency During Lightning Strike Incident

On July 17, 2009 Currituck County Communications building felt the effects of a lightning strike to the old jail that sits right next door. The bolt of energy successfully knocked out all emergency and non-emergency communications (radio, computers, and telephones). The smell of burning circuits quickly filled the room but the communications staff remained level headed. Through the leadership of Liz Hodgis, Communication Supervisor, and Ruth Barefoot, Communications Training Officer the group focused on re-establishing emergency communications.

"I want to take a moment to thank them and recognize them for a job very well done. The whole department's dedication to Currituck County's citizens is commendable," said Mary Beth Newns, Interim Director of Emergency Management. "I would also like to thank all the responders and technicians that assisted us in these efforts; Currituck's Sheriff's Office, Information Technology Department, Fire-EMS, Fire Marshal, Public Information and Crawford and Lower Currituck Fire Departments. Also, thank you to our recently retired Emergency Management/Communications Director, Stanley Griggs for peeking in on us and offering his assistance." 
 

IMPORTANT THINGS TO KNOW ABOUT DIALING 9-1-1

Currituck County 9-1-1 Dispatchers provide life saving emergency dispatch instructions to callers "before" medics or other trained responders arrive on scene.

Today 9-1-1 callers, confronted with a medical emergency, can often be connected to a trained 9-1-1 professional, an Emergency Medical Dispatcher. In the precious minutes before the arrival of additional trained responders, the EMD can provide the caller with the basic information necessary to save a life with CPR, to control bleeding in cases of severe hemorrhage, protect the unconscious victim, open an airway, assist with childbirth and even recommend aspirin early on to callers complaining of chest pains or heart attack symptoms in order to prevent heart damage in certain heart attack patients.

One of the biggest challenges for the EMD is gaining the trust and cooperation of the caller. Often times, the caller becomes agitated when having to answer an array of questions the dispatcher must ask in order to send the appropriate response. We want you know that staying on the line to answer these questions does not delay your response. In fact, most times while the EMD is asking questions, another telecommunicator is already dispatching the call to emergency responders. The importance of remaining calm and answering these key questions are that the EMD can provide life saving pre-arrival instructions (when needed) until help arrives on scene.

The highest priority of any call is determining the location of the emergency and the phone number of the person calling. The address is the most important. If for any reason the call is disconnected the EMD has an address to send an emergency response. The EMD should always verify the location and callback number by asking the caller to repeat it. Next the EMD will begin the call interrogation which will ultimately provide the caller with the best emergency response. A few of the standard questions are;

1. What is the address of the emergency?- Just because you call 9-1-1 does not mean the dispatcher "knows" the exact location of the emergency. When calling from a landline- often times someone is calling for someone else who is having an emergency. If these questions are not asked, help could be sent to the wrong location. Cell phone callers need to provide this information to the dispatcher because there are many factors that could prevent the delivery of call location data from a cell phone to the 911 center.

2. What's the phone number you're calling from?

3. Okay, tell me exactly what happened? This question must be asked because the EMD may be able to determine important factors, such as:

a. Caller reports "He's having a heart attack". The EMD asks tell me what exactly happened and the caller says "While he was eating he suddenly couldn't talk and then fell over" suggesting CHOKING not a HEART ATTACK and pre-arrival instructions such as the Heimlich maneuver can be initiated by the EMD with the cooperation of the caller.

b. Or the caller reports "He can't talk or move his left arm" which suggest a stroke.

4. How old is he/she?

5. Is he/she awake (conscious)?

6. Is he/she breathing?

One of the most important things to remember when calling 9-1-1 is to stay calm. Even though you may be in a situation out of your control you'll need to pull yourself together when calling 9-1-1. When you are crying or yelling, it may be hard for the dispatcher to understand you, resulting in having to ask the questions again, potentially delaying response times.

In summary, The EMD is a "key" member of the EMS team and often times can have a profound effect on the early care of patients. The EMD will have more comprehensive knowledge about the situation than anyone responding until emergency personnel arrive at the scene, so help them to help you, by answering their questions and remaining calm when calling 9-1-1.

 More Important Things To Know About Calling 9-1-1